Customer Loyalty - 7 Essential Building Blocks

An ongoing challenge for any dealer is the retention of customers. It is well known that getting new customers costs much more than maintaining ones already doing business with you. Incorporating these eight ingredients to a well-rounded strategy for building customer loyalty will produce dramatic results. Find out why!

1. Be Reliable

Reliability arises from consistent follow-through and execution. Standardize service and product quality. McDonald's restaurants typify reliability of product quality (if not service) in their standardization. We all know that we can go to a McDonalds anywhere in the world and be assured of getting the same Big Mac and fries.

Reliability begets repeat business. Become the McDonald's of your industry by assuring customers that they will receive the same top-quality service every time they do business with you.

2. Be Credible

Credibility is enhanced when you do exactly what you say you will do--every time. Avoid holding any hidden agenda. Your customers understand the need to make a profit, so don't try to imply that you are in business just for fun. Provide clear value and remind your customers of this value.

3. Be Responsive

Share your customer's sense of urgency. Provide customers with easy access to information they may need, such as delivery schedules, tracking of shipments, etc. Use the internet for this if possible (people are coming to expect such access). But learn the lesson that the better e-commerce companies are starting to get: give your customers access to live people in case of problems.

Have an aggressive customer recovery strategy. Be sure that all employees recognize the value of each customer. Teach them to recover potentially lost customers, even if the short-term cost may seem high. Empower the employee to make good decisions in light of customer needs, not just the company's.

5. Hire Good Employees

Select frontline employees based on emotional intelligence, not just skills. Hire upbeat personalities and good attitudes. Then teach them the skills needed.

Steal good employees from other companies. If you receive exceptional service from someone, consider them for a position in your company. Build a file of such candidates. Reach out to potential employees, don't just wait for them to apply.

6. Train Employees Constantly

Have an ongoing training process in place. This need not be formal classroom training but should be built around a set of skills critical to your company's success. Involve employees in designing curriculum. Ask what they would like to know more about, then find sources for training in those areas.

7. Create a Sense of Employee Belonging

Remember that employees are internal customers and earning their loyalty is important. Invite them to participate in strategy development and quality improvement efforts. Use their input. Involve them in organizational decisions.

Keep employees well informed. Trust them with important informational data. Don't censor the "facts of life" for them. Treat them like intelligent participants in the company's enterprise. Your employees will treat customers the way you treat them. Make it a respectful partnering.

8. Make Things Easier for Customers

Look for things that give customers difficulty and solve them. Work to reduce customer paperwork (especially repetitious forms). Continuously simplify for the customer. Consider delivery alternatives. Ask for feedback about what is helpful or nonproductive.

Application of these eight elements will build greater customer retention. And customer retention provides greater profit opportunities. If you need help with your customer retention (profitability) strategy. Contact me

Comments (28)

  1. BachJohann

Great post yet I was thinking about whether you could compose a litte more on this subject? I"d be extremely grateful on the off chance that you could expound a smidgen further. Welcome it! private detectives

  Attachments
 
  1. BachJohann
  Attachments
 
  1. edward fox    BachJohann

The great fresh articles keep me coming here time and time again. thanks again so much. <a href="https://merrychristmasquoteswallpaper.com/">X’MAS Messages</a>

  Attachments
 
  1. peterseo

Ha ha… I was just browsing around and took a glimpse at these responses. I can’t believe there’s still this much attention. Thanks for posting about this. taxi from jaipur to delhi

  Attachments
 
  1. edward fox    peterseo

The great fresh articles keep me coming here time and time again. thanks again so much. Happy New Year Meme

  Attachments
 
  1. edward fox    peterseo

Thanks, wonderful blog?? enjoy it and added it into my social bookmarks. Sustain the excellent work X’MAS Memes

  Attachments
 
  1. BachJohann

I admire your piece of work, thankyou for all the great articles . CBD merchant account

  Attachments
 
  1. BachJohann
  Attachments
 
  1. peterseo

And Im running from a standard users account with strict limitations, which I think may be the limiting factor, but Im running the cmd as the system I am currently working on. Bharat Car Transport Pune

  Attachments
 
  1. BachJohann
  Attachments
 
  1. BachJohann
  Attachments
 
  1. BachJohann
  Attachments
 
  1. BachJohann
  Attachments
 
There are no comments posted here yet
Load More

Leave your comments

Posting comment as a guest. Sign up or login to your account.
Attachments (0 / 3)
Share Your Location

Free Special Report

Insider Secrets to Achieving the Profit You Want And Deserve

Lisa Marie on Chris Brown, Lifeline Business Solutions

Lisa Marie

free consult

Testimonial

"When it comes to Finance and Commercial Credit, he is one of the most knowledgeable people I know. No one I know has more in-depth experience or understands distribution finance better than Chris"

- Joe Conte, Canadian Counsel, Textron Financial Canada Limited

Money Back

My promise of performance

A guarantee that you will receive a minimum 10:1 return on your investment in my services through a ratio and percentage analysis of your financial statements that will identify realistic adjustments you can make to add profit to your business.

Click here